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Business Profile

Beauty Salon

Salon 01

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:01/19/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a hair appt on Tues to get color. Upon arrival I showed photos of me and my previous hair color, and explained that I wanted the same thing. I also showed an example of hair color I once had that I did not want again, saying I had gone back to have that redone, particularly showing the highlights at the root. I explained that this was my biggest concern and I wanted a gradient fade from the root so that it does not grow out with any roots. We talked about balayage but decided not to do that upon discussing that my example photo was done using foils. I was asked about the color of my hair underneath and if I wanted more blonde there, I said I dont care about that part my concern is the roots. After color was applied and my hair was styled I felt that it was not right. In the chair with the mirror I said I am concerned that this is not the gradient like I want to avoid seeing roots. The stylist said oh yes youll probably have roots as the first inch grows out then it will blend. I felt uncomfortable as my concern was dismissed so I left and slept on it. The salon said there is a 2week period to fix issues for free. The next morning I called and they said I could come in Thurs to get it fixed. I went in with the same photo as before and a few extra to explain better what I had wanted. The stylist fixed it and the final product is much closer to what I wanted. However they charged me $50 because this wasnt their fault, I just changed my mind. I felt extremely uncomfortable as they got into a he-said she-said about the original appointment discussion and claimed that they gave me what I wanted but I just changed my mind the next day. That is unequivocally false. I came back because the highlights at the roots were not at all what I wanted, there was no gradient and it looked like my bad example photo. The good/bad example photos are attached, along with a photo of how my hair looked like the bad example photo (taken years apart yet look the same).

    Business Response

    Date: 01/31/2023

    We are always disappointed when a guest maintains that we did not provide a valuable and desired outcome to our service experience, in this case a hair coloring service. Our stylist spent **************************************** advance of her first color application. We only proceeded after we felt there was consensus about the desired outcome. Subsequent to the service, we again checked with the guest to confirm the look was as desired. She left the salon happy with the service, as confirmed by several members of our team then present.  Nevertheless, we always honor our adjustment policy which states that we are able to adjust the original service at no charge. Upon her return, we again spent another 20 minutes in consultation with her reviewing different pictures than originally presented at her first appointment. Due to the changes this guest was asking for in her return appointment, different service techniques were used to achieve a completely different look than what was originally requested during the 20 minute consultation before the color application occurred in first appointment Because of this, we felt it was fair to charge the difference of $50 to cover product costs and the additional service labor costs rendered in the process. Again, after this second service, we confirmed with the guest that she was satisfied with its appearance. She again left happy. But apparently someone at home was not.  Though we vigorously dispute the version of circumstances offered in their letter of complaint, we have now decided to refund this fee, We do believe, however,  this guest will be happier seeking hair services elsewhere in the future.  Please let us know if you have continuing questions or concerns. Thank you. 

     

    *********************

    VP Operations

    ********

    Customer Answer

    Date: 02/01/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

     

    Christi - I appreciate the refund. I would like to share that hair is something that completely affects confidence and shouldn't be underestimated, so to me this was not a trivial matter and genuinely made me upset and uncomfortable. Also, the words aimed toward me at the end of the response are upsetting. I don't know why it was necessary to insinuate that I am lying. I am a student paying for things out of my loan money so it was not someone at home, but genuinely me, that wanted a refund. It is true that someone at home called because I was feeling too overwhelmed to do it myself but I did not anticipate that that would be noteworthy. A back and forth with any singular person in the salon was exactly what I wanted to avoid. Unfortunately we ended up here anyway. I felt between a rock and a hard place between compromising my confidence/satisfaction in my physical appearance and losing the money. For me this was an extremely personal matter, on your end it was business. I hope the next 20-something may receive more understanding and ****** Thanks.

     

    Regards,

    **********************

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